# Genesys Cloud CX vs LivePerson Comparison
---
## AI Generated Summary
- **G2 reviewers report** that LivePerson excels in automating customer service with its AI agents, which significantly enhances engagement and retention. Users appreciate the platform's ability to streamline customer interactions across various digital channels, making it easier to manage conversations efficiently.
- **Users say** Genesys Cloud CX stands out for its multitasking capabilities, allowing teams to handle phone calls, emails, and chats seamlessly from a single interface. This integration helps reduce the need to switch between different applications, which many find enhances productivity and simplifies workflows.
- **According to verified reviews** , LivePerson's setup process is praised for its ease, with many users highlighting the intuitive onboarding experience. This quick implementation allows businesses to start benefiting from the platform's features without extensive delays.
- **Reviewers mention** that Genesys Cloud CX offers a clean and user-friendly interface, which is particularly beneficial for new team members. The clarity of the system contributes to a smoother learning curve, making it easier for teams to adapt and utilize the platform effectively.
- **G2 reviewers highlight** that while LivePerson provides robust automation features, some users have noted challenges in matching specific workflow needs, indicating that customization may require additional effort. This feedback suggests that while the platform is powerful, it may not be a one-size-fits-all solution.
- **Users appreciate** the quality of support from both platforms, but Genesys Cloud CX has received slightly higher ratings in this area. Reviewers have noted that the support team is responsive and helpful, which can be crucial for businesses relying on these tools for customer interactions.



| | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,547 | 207 | 
| **Largest Market Segment** | Mid-Market (46.1% of reviews) | Mid-Market (43.3% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us | 

---
## Top Pros & Cons

### Genesys Cloud CX

Pros:
- Ease of Use (135 reviews)
- Features (98 reviews)

Cons:
- Limited Features (55 reviews)
- Missing Features (53 reviews)

### LivePerson

Pros:
- Features (35 reviews)
- Ease of Use (31 reviews)

Cons:
- Learning Curve (21 reviews)
- Complexity (14 reviews)

---
## Ratings Comparison
| Rating | Genesys Cloud CX | LivePerson | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1073 reviews) | 8.5 (167 reviews) | 
  | **Ease of Use** | 8.9 (1109 reviews) | 8.4 (169 reviews) | 
  | **Ease of Setup** | 8.4 (667 reviews) | 8.0 (95 reviews) | 
  | **Ease of Admin** | 8.5 (615 reviews) | 8.1 (79 reviews) | 
  | **Quality of Support** | 8.2 (1029 reviews) | 8.3 (165 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (608 reviews) | 8.0 (81 reviews) | 
  | **Product Direction (% positive)** | 8.7 (975 reviews) | 5.6 (163 reviews) | 

---
## Pricing

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### LivePerson

#### Entry-Level Pricing

Plan: Bronze

Price: Contact Us

Description: Boost agent efficiency with a messaging-first workspace

Key Features:
- Agent & Supervisor Experience: Includes multi-channel agent workspace, cobrowse, secure forms to optimize agent productivity and customer experience.
- Administrative Experience: Includes management console, campaign builder, and allow admins to create and manage users and skills.
- Communication Channels: Includes web, app, SMS, Email Connect, Whatsapp, Apple Messaging for Business, Messenger, Instagram, Google RCS Messaging, Google Business Messaging, Kakao Talk, Line, Viber, WeChat.  X (former Twitter) is supported with additional fees. Includes LivePerson Connect to Messaging (C2M) which is an IVR deflection solution that lets brands move voice calls to messages through the Conversational Cloud platform.

[Browse all 3 editions](https://www.g2.com/products/liveperson/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 30 |
| **LivePerson** | N/A | N/A |

#### Messenger

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Sequencing** | 8.8 (23 reviews) | Not enough data | 
| **AI** | 9.1 (26 reviews) | Not enough data | 
| **Live Chat** | 9.1 (25 reviews) | Not enough data | 
| **Customization Interface** | 8.5 (25 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Social Media** | 9.0 (24 reviews) | Not enough data | 
| **Website** | 9.1 (23 reviews) | Not enough data | 
| **Text Message (SMS)** | 9.2 (22 reviews) | Not enough data | 
| **Voice Assistants** | 8.9 (21 reviews) | Not enough data | 
| **Other** | 9.2 (20 reviews) | Not enough data | 

#### Customers

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Targeting** | 8.9 (27 reviews) | Not enough data | 
| **Profiles** | 8.6 (24 reviews) | Not enough data | 
| **Analytics** | 9.1 (25 reviews) | Not enough data | 
| **Lead Gathering** | 8.7 (23 reviews) | Not enough data | 
| **Sales Conversion** | 9.2 (24 reviews) | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 197 |
| **LivePerson** | N/A | N/A |

#### Dialing Options

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Preview Dialing** | 8.9 (145 reviews) | Not enough data | 
| **Progressive Dialing** | 8.9 (129 reviews) | Not enough data | 
| **Predictive Dialing** | 9.0 (7 reviews) | Not enough data | 

#### Agent Tools

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Whisper Coaching ** | 8.6 (125 reviews) | Not enough data | 
| **Callback Scheduling ** | 8.7 (139 reviews) | Not enough data | 
| **Call Recording ** | 9.2 (163 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Voice Activity Detection** | 8.6 (121 reviews) | Not enough data | 
| **Interactive Voice Response (IVR)** | 9.2 (148 reviews) | Not enough data | 
| **Call Scrubbing** | 8.7 (109 reviews) | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 9.2 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (6 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | 8.7 (5 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Call Analytics

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.2/10 | 194 |
| **LivePerson** | N/A | N/A |

#### Quality Assurance

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Evaluation** | 8.8 (160 reviews) | Not enough data | 
| **Calibration** | 8.6 (150 reviews) | Not enough data | 
| **Reports** | 7.8 (161 reviews) | Not enough data | 

#### Engagement

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Feedback** | 8.5 (139 reviews) | Not enough data | 
| **Dashboards** | 8.2 (160 reviews) | Not enough data | 
| **Training** | 8.2 (148 reviews) | Not enough data | 

#### Performance

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Integrations** | 8.5 (155 reviews) | Not enough data | 
| **Compliance** | 9.0 (153 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.1 (33 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (33 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 522 |
| **LivePerson** | N/A | N/A |

#### Channels

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Voice** | 9.1 (355 reviews) ✓ Verified | Not enough data | 
| **Social** | 8.3 (209 reviews) | Not enough data | 
| **Web Chat** | 8.6 (241 reviews) ✓ Verified | Not enough data | 
| **Mobile SMS** | 8.3 (207 reviews) ✓ Verified | Not enough data | 
| **Email** | 8.3 (240 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text-to-Speech** | 7.9 (69 reviews) | Not enough data | 

#### Functions

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Session Routing** | 8.8 (394 reviews) ✓ Verified | Not enough data | 
| **Session Queuing** | 8.8 (403 reviews) ✓ Verified | Not enough data | 
| **Concurrent Calling** | 8.8 (340 reviews) ✓ Verified | Not enough data | 
| **Speech Analytics** | 8.3 (237 reviews) ✓ Verified | Not enough data | 
| **Auto Dialer** | 8.5 (244 reviews) ✓ Verified | Not enough data | 
| **IVR** | 9.1 (318 reviews) ✓ Verified | Not enough data | 
| **Inbound Screen Pop** | 8.8 (304 reviews) ✓ Verified | Not enough data | 
| **Persistent Data** | 8.6 (244 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 6.7 (10 reviews) | Not enough data | 
| **Cross-system Integration** | 8.0 (11 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (12 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (10 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Session Summary Notes** | 8.3 (356 reviews) ✓ Verified | Not enough data | 
| **Administrator Access** | 8.8 (402 reviews) ✓ Verified | Not enough data | 
| **Reporting & Dashboards** | 7.5 (440 reviews) ✓ Verified | Not enough data | 
| **Session Recording** | 8.8 (287 reviews) ✓ Verified | Not enough data | 
| **Agent Scheduling and Assignment** | 8.5 (261 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 47 |
| **LivePerson** | 8.4/10 | 70 |

#### Responses

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Personalization** | 9.2 (36 reviews) | 8.1 (55 reviews) | 
| **Route To Human** | 9.4 (36 reviews) | 8.1 (58 reviews) | 
| **Natural Language Understanding (NLU)** | 8.6 (33 reviews) | 8.3 (59 reviews) | 

#### Automation - AI Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | 9.1 (9 reviews) | Not enough data | 
| **Customer Interaction Automation** | 9.2 (11 reviews) | Not enough data | 
| **Lead Generation** | 8.3 (8 reviews) | Not enough data | 
| **Document Processing** | 8.5 (8 reviews) | Not enough data | 
| **Feedback Collection** | 9.1 (11 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Conversation Editor** | 8.8 (35 reviews) | 8.6 (55 reviews) | 
| **Integration** | 9.3 (37 reviews) | 8.7 (23 reviews) | 
| **Human-In-The-Loop** | 9.1 (33 reviews) | 8.1 (56 reviews) | 

#### Autonomy -  AI Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Independent Decision Making** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Responses** | 9.2 (11 reviews) | Not enough data | 
| **Task Execution** | 8.9 (9 reviews) | Not enough data | 
| **Problem Solving** | 9.0 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | 9.7 (5 reviews) | 8.7 (5 reviews) | 
| **AI Text Summarization** | 9.2 (6 reviews) | 8.7 (5 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 75 |
| **LivePerson** | 8.7/10 | 26 |

#### Responses

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Customization** | 8.7 (60 reviews) | 8.6 (14 reviews) | 
| **Control** | 8.8 (58 reviews) | 8.6 (14 reviews) | 
| **Route To Human** | 9.1 (60 reviews) | 8.7 (17 reviews) | 
| **Menu bars** | 8.5 (61 reviews) | 8.6 (13 reviews) | 
| **Drip sequences** | 8.3 (55 reviews) | 8.7 (10 reviews) | 

#### Platform

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Live chat** | 9.0 (59 reviews) | 9.2 (15 reviews) | 
| **Integrations** | 8.8 (64 reviews) | 9.0 (13 reviews) | 
| **Branding** | 9.0 (56 reviews) | 8.7 (15 reviews) | 
| **Analytics** | 8.6 (62 reviews) | 8.0 (15 reviews) | 
| **A/B testing** | Feature Not Available | 8.6 (12 reviews) | 
| **Role-based access** | 8.9 (62 reviews) | 9.0 (12 reviews) | 
| **Collection of information** | 8.7 (57 reviews) | 8.6 (12 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | 8.6 (29 reviews) | 8.5 (9 reviews) | 
| **AI Text Summarization** | 8.6 (29 reviews) | 8.9 (9 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 202 |
| **LivePerson** | N/A | N/A |

#### Workforce Management

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Agent Availability** | 8.7 (173 reviews) | Not enough data | 
| **Skills Management** | 8.6 (163 reviews) | Not enough data | 
| **Shift Scheduling** | 8.5 (154 reviews) | Not enough data | 
| **Agent Self-Service** | 8.2 (151 reviews) | Not enough data | 
| **Mobile Access** | 8.0 (119 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Automation** | 8.1 (145 reviews) | Not enough data | 
| **Performance Analysis** | 8.5 (164 reviews) | Not enough data | 
| **Dashboards** | 8.4 (172 reviews) | Not enough data | 
| **Forecasting** | 8.0 (145 reviews) | Not enough data | 
| **Intraday Management** | 8.5 (153 reviews) | Not enough data | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.2/10 | 27 |
| **LivePerson** | N/A | N/A |

#### Administration

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Access Control** | 9.2 (25 reviews) | Not enough data | 
| **Web Page Navigation** | 8.9 (24 reviews) | Not enough data | 
| **Real Time Assistance** | 9.2 (23 reviews) | Not enough data | 

#### Security

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Data Security** | 9.3 (24 reviews) | Not enough data | 
| **Data Masking** | 9.4 (23 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | 8.2/10 | 26 |

#### Conversational Platform

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Personalization** | Not enough data | 6.9 (19 reviews) | 
| **Omnichannel** | Not enough data | 8.2 (19 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (16 reviews) | 
| **Proactive Engagement** | Not enough data | 8.5 (19 reviews) | 

#### Support Automation

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.0 (18 reviews) | 
| **Seamless Escalation** | Not enough data | 8.1 (19 reviews) | 
| **Transcripts** | Not enough data | 8.7 (20 reviews) | 
| **Self-Serve Support** | Not enough data | 8.0 (20 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (10 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 49 |
| **LivePerson** | N/A | N/A |

#### Messaging Channels

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **SMS Messaging** | 9.0 (31 reviews) | Not enough data | 
| **Email** | 9.2 (32 reviews) | Not enough data | 
| **Voice Messaging** | 9.2 (34 reviews) | Not enough data | 
| **Two way messaging** | 9.0 (33 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Scheduling** | 9.0 (35 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (33 reviews) | Not enough data | 
| **Segmentation** | 8.7 (33 reviews) | Not enough data | 
| **Integrations** | 9.0 (37 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.1/10 | 191 |
| **LivePerson** | N/A | N/A |

#### Platform

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Omnichannel** | 8.7 (153 reviews) | Not enough data | 
| **Mobile Access** | 7.8 (132 reviews) | Not enough data | 
| **Queue Management** | 8.9 (168 reviews) | Not enough data | 
| **Call Routing** | 9.2 (171 reviews) | Not enough data | 
| **Call Back** | 8.8 (165 reviews) | Not enough data | 
| **IVR** | 9.2 (164 reviews) | Not enough data | 
| **Automatic Call Distribution** | 9.1 (165 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text-to-Speech** | 7.7 (61 reviews) | Not enough data | 

#### Workforce Management

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Call Monitoring** | 8.9 (155 reviews) | Not enough data | 
| **Performance Evaluation** | 8.8 (152 reviews) | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.3 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 5.6 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Call Recording** | 9.1 (163 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.3 (166 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 45 |
| **LivePerson** | 8.7/10 | 19 |

#### Customer Support

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Text** | 9.0 (35 reviews) | 8.6 (11 reviews) | 
| **Speech** | 8.9 (36 reviews) | 8.9 (9 reviews) | 
| **Knowledge Base** | 8.5 (34 reviews) | 8.6 (11 reviews) | 

#### Automation

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Ticket Resolution** | 8.7 (33 reviews) | 9.2 (10 reviews) | 
| **Customization** | 8.6 (37 reviews) | 8.6 (11 reviews) | 
| **Intelligent Routing** | 9.1 (36 reviews) | 8.5 (11 reviews) | 

#### Artificial Intelligence

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Learning** | 9.0 (35 reviews) | 8.3 (12 reviews) | 
| **Language** | 8.8 (35 reviews) | 8.8 (11 reviews) | 
| **Conversational AI** | 9.0 (33 reviews) | 8.8 (12 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | 9.1/10 | 13 |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.0 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (8 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 248 |
| **LivePerson** | 8.1/10 | 45 |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.8 (28 reviews) | 7.6 (9 reviews) | 
| **AI Text Summarization** | 7.6 (28 reviews) | 8.0 (9 reviews) | 
| **AI Text-to-Speech** | Feature Not Available | 7.8 (9 reviews) | 

#### Communication

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Pop-up Chat** | 8.6 (176 reviews) ✓ Verified | 9.0 (36 reviews) ✓ Verified | 
| **Notifications** | 8.5 (178 reviews) ✓ Verified | 8.8 (34 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (131 reviews) | 7.2 (19 reviews) | 
| **In-App Messaging** | 8.5 (145 reviews) | 8.6 (28 reviews) ✓ Verified | 
| **Co-Browsing** | 8.4 (97 reviews) | 8.4 (15 reviews) ✓ Verified | 

####  Internal Use

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Customization ** | 8.4 (175 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (168 reviews) ✓ Verified | 7.9 (26 reviews) ✓ Verified | 
| **Lead Development** | 8.4 (129 reviews) ✓ Verified | 8.4 (22 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (145 reviews) ✓ Verified | 7.7 (27 reviews) ✓ Verified | 
| **Team Inbox ** | 8.3 (141 reviews) ✓ Verified | 8.8 (23 reviews) ✓ Verified | 
| **Customer Profiles** | 8.4 (138 reviews) ✓ Verified | 7.5 (29 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | 8.1/10 | 21 |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.3 (16 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (9 reviews) | 
| **Community Forums** | Not enough data | 7.5 (8 reviews) | 
| **Mobile Optimization** | Not enough data | 8.2 (11 reviews) | 
| **Personalization** | Not enough data | 7.8 (12 reviews) | 

#### Self-Service Platform

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Branding** | Not enough data | 7.9 (12 reviews) | 
| **Automation** | Not enough data | 8.2 (12 reviews) | 
| **Artificial Intelligence** | Not enough data | 8.3 (12 reviews) | 
| **Integrations** | Not enough data | 8.3 (9 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 47 |
| **LivePerson** | 7.8/10 | 13 |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | 6.9 (13 reviews) | 8.0 (5 reviews) | 
| **AI Text Summarization** | 7.2 (13 reviews) | 7.7 (5 reviews) | 

#### Process

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Mentions** | 8.3 (28 reviews) | 7.7 (5 reviews) | 
| **Tickets** | 9.0 (31 reviews) | 7.6 (7 reviews) | 
| **Macros** | 8.7 (29 reviews) | 7.5 (6 reviews) | 

#### Channels

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Email** | 8.9 (33 reviews) | 7.4 (7 reviews) | 
| **Social** | 8.9 (34 reviews) | 8.1 (8 reviews) | 
| **Live Chat** | 8.8 (35 reviews) | 8.1 (6 reviews) | 
| **Phone** | 9.7 (37 reviews) | 7.8 (6 reviews) | 
| **Text** | 9.1 (33 reviews) | 8.1 (6 reviews) | 

#### Insight

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Surveys** | 9.3 (30 reviews) | 8.1 (6 reviews) | 
| **Reporting** | 9.0 (37 reviews) | 7.6 (7 reviews) | 
| **Visitor Activity** | 8.9 (33 reviews) | 7.9 (7 reviews) | 
| **Help Desk** | 9.4 (31 reviews) | 8.1 (7 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 28 |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Summarization** | 7.5 (27 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 70 |
| **LivePerson** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 8.5 (8 reviews) | Not enough data | 
| **Call Management** | 8.5 (9 reviews) | Not enough data | 
| **Network monitoring** | 6.7 (8 reviews) | Not enough data | 
| **Integrations** | 7.6 (9 reviews) | Not enough data | 
| **Virtual PBX** | 8.1 (7 reviews) | Not enough data | 
| **SIP trunking services** | 7.9 (7 reviews) | Not enough data | 

#### Basic Communication

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Phone Calls** | 9.6 (65 reviews) | Not enough data | 
| **Video Calls** | 7.5 (44 reviews) | Not enough data | 
| **Instant Messaging** | 8.4 (52 reviews) | Not enough data | 
| **Screen Sharing** | 8.3 (46 reviews) | Not enough data | 
| **Conference Calls** | 8.8 (53 reviews) | Not enough data | 
| **Desk-to-Desk Calls** | 8.7 (54 reviews) | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Software Pairing** | 8.1 (54 reviews) | Not enough data | 
| **Browser Extension** | 7.9 (47 reviews) | Not enough data | 
| **Individual Download** | 7.8 (48 reviews) | Not enough data | 

#### Advanced Features

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Hold Music** | 8.9 (60 reviews) | Not enough data | 
| **Automated Attendants** | 8.6 (53 reviews) | Not enough data | 
| **VOiP Number** | 9.1 (61 reviews) | Not enough data | 

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Problem Solving** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 

#### Outbound Sales

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Follow-Up Scheduling** | Not enough data | Not enough data | 
| **Prospect Prioritization** | Not enough data | Not enough data | 
| **Multichannel Campaign Execution** | Not enough data | Not enough data | 
| **Personalized Outreach** | Not enough data | Not enough data | 
| **Outreach Performance Analytics** | Not enough data | Not enough data | 

#### Inbound Sales

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 
| **Inquiry Routing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Real-Time Engagement** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 11 |
| **LivePerson** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Voice Recognition** | 8.5 (8 reviews) | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Speech Synthesis** | 9.0 (8 reviews) | Not enough data | 
| **Customizable speech** | 8.5 (8 reviews) | Not enough data | 
| **Multiple voice actions** | 8.8 (8 reviews) | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Encrypted communication** | 8.8 (8 reviews) | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Cross platform compatibility** | 8.8 (8 reviews) | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 5 |
| **LivePerson** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 69 |
| **LivePerson** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 6.2 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 

#### Calling

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Record Calls** | 9.4 (62 reviews) | Not enough data | 
| **Generate Location** | 8.6 (54 reviews) | Not enough data | 
| **Call Types** | 8.8 (60 reviews) | Not enough data | 
| **Click-to-Call** | 8.8 (60 reviews) | Not enough data | 
| **Auto Dialer** | 8.9 (12 reviews) | Not enough data | 

#### Contacts

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Personalization** | 8.6 (57 reviews) | Not enough data | 
| **Information Locater** | 8.6 (57 reviews) | Not enough data | 
| **Record Prospect Data** | 8.4 (54 reviews) | Not enough data | 

#### Insights

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Notes** | 8.5 (55 reviews) | Not enough data | 
| **Daily Summary** | Feature Not Available | Not enough data | 
| **Automated Voicemails** | 8.5 (57 reviews) | Not enough data | 
| **Automated Emails** | 8.1 (52 reviews) | Not enough data | 
| **Sorts Prospects** | 8.1 (51 reviews) | Not enough data | 
| **Automated Note Taking** | 8.1 (9 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 67 |
| **LivePerson** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Tenancy Flexibility** | 8.9 (43 reviews) | Not enough data | 
| **Native VoIP** | 9.3 (47 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.1 (52 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Voicemail to Email** | 8.6 (39 reviews) | Not enough data | 
| **Voicemail to SMS** | 8.1 (33 reviews) | Not enough data | 
| **File Sharing** | 8.2 (35 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.2 (36 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.9 (33 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.4/10 | 48 |
| **LivePerson** | 9.2/10 | 23 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Automated Ticket Resolution** | 7.2 (20 reviews) | 9.2 (6 reviews) | 
| **Contextual Response Generation** | 7.0 (22 reviews) | 9.2 (6 reviews) | 
| **Sentiment Analysis** | 7.1 (20 reviews) | 9.2 (6 reviews) | 
| **Knowledge Base Utilization** | 7.2 (20 reviews) | 9.2 (6 reviews) | 
| **Multilingual Support** | 7.4 (22 reviews) | 9.2 (6 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Proactive Customer Outreach** | 6.9 (19 reviews) | 9.4 (6 reviews) | 
| **Feedback Collection** | 7.6 (19 reviews) | 9.2 (6 reviews) | 
| **Escalation Handling** | 8.2 (20 reviews) | 9.2 (6 reviews) | 
| **Workflow Optimization** | 8.3 (28 reviews) | 8.8 (8 reviews) | 

#### Automation

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Customer Interaction Automation** | 8.6 (26 reviews) | 9.3 (10 reviews) | 
| **Feedback Collection** | 8.3 (20 reviews) | 9.2 (6 reviews) | 
| **Document Processing** | 7.5 (19 reviews) | 9.2 (6 reviews) | 

#### Autonomy

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Independent Decision Making** | 6.6 (22 reviews) | 9.2 (6 reviews) | 
| **Adaptive Responses** | 6.7 (21 reviews) | 9.4 (6 reviews) | 
| **Task Execution** | 7.1 (21 reviews) | 9.4 (6 reviews) | 
| **Problem Solving** | 7.2 (20 reviews) | 9.4 (6 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Genesys Cloud CX (12):** [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Contact Center Software](https://www.g2.com/categories/contact-center), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)

**Unique to LivePerson (9):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [SAP Store Software](https://www.g2.com/categories/sap-store)


---
## Reviewer Demographics

### By Company Size

| Segment | Genesys Cloud CX | LivePerson | 
|---|---|---|
| **Small-Business** | 13.8% | 20.0% | 
| **Mid-Market** | 46.1% | 43.3% | 
| **Enterprise** | 40.1% | 36.7% | 

### By Industry

#### Genesys Cloud CX

- **Information Technology and Services:** 10.8%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.8%
- **Consumer Services:** 5.1%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.8%
- **Retail:** 3.6%
- **Other:** 42.7%

#### LivePerson

- **Internet:** 14.9%
- **Retail:** 14.4%
- **Telecommunications:** 7.7%
- **Information Technology and Services:** 5.5%
- **Computer Software:** 4.4%
- **Financial Services:** 4.4%
- **Insurance:** 3.9%
- **Apparel & Fashion:** 2.8%
- **Automotive:** 2.8%
- **Outsourcing/Offshoring:** 2.8%
- **Other:** 36.5%

---
## Alternatives

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1838 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1584 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6940 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)

### Alternatives to LivePerson

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6940 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (807 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3747 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews)

---
## Top Discussions

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."
- Title: [What does Zendesk software do?](https://www.g2.com/discussions/what-does-zendesk-software-do) — 2 comments
  > **Top comment:** "It is a ticketing Tool"

### LivePerson

- Title: [how to use canned responses in LIveEngage if the hot keys combination is not working](https://www.g2.com/discussions/4254-how-to-use-canned-responses-in-liveengage-if-the-hot-keys-combination-is-not-working) — 2 comments, 1 upvote
  > **Top comment:** "I don't know but for a work around I would think using a word doc or PDF with the canned responses on them that you could copy and paste till liveengagr..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/genesys-cloud-cx-vs-liveperson)